Job Description

ViaPath is seeking Regional Incident Coordinator 3s to join our team. The position will report to the Escalation Manager and will coordinate and manage escalations across multiple groups/departments for regional FSM's and AVP's. The focus will be to ensure escalations are being worked successfully through resolution which will include coordinating resources and communicating between multiple teams and the customer.

Hybrid based opportunity (office/home) based at the ViaPath Dallas, TX office.

Shift will be Monday thru Friday 7:00AM - 4:00PM Central.

• Serve as an Ambassador for ViaPath
• Acknowledgement of incidents/escalations incoming from multiple communication channels as well as our ITSM, Service-Now
• Open and manage technical conference bridges to facilitate resolving customer issues
• Facilitate major incident management discussions and ensure the correct resources are gathered on conference bridges / zoom meetings in order to resolve customer issues
• Troubleshooting and facilitating diagnostic for service issues impacting accounts in the region
• Review monitoring system to determine application and/or hardware status
• Manage setup of Services, Teams, Users, and workflow for the Technical Support group within the Service-Now system and ensure regional support is provided to field services
• Ensure that all P1’s are being addressed within our SLA’s and meet with Team Leads daily to review aging P1 incidents
• Audit critical incidents / P1 for correct work notes and customer communication reporting to regional Field Service Managers
• Facilitate the Major Incident Management Process and train other teams on the process and process changes as needed
• Report P1 / Critical Issue metrics based on assigned region to management on a daily/weekly/monthly basis
• Review major incidents for product changes that may be needed to prevent future reoccurrences of issues and coordinate communication between the technical services teams and the product teams
• Coordinate and participate in client partnership and VIP account meetings with customers regarding their service needs.
• Ability to diagnose, advise, and navigate multiple platforms to determine scope of escalations and provide triage troubleshooting as needed for escalations
• Other duties as assigned

• High School Diploma or GED required; Associate’s degree preferred
• Minimum of 2-4 years of experience in a Technical Support, Helpdesk, Technical Call Center, or Enterprise IT setting working with an ITSM (ticketing system)
• ITIL Foundation Certification preferred
• Experience with monitoring systems a plus
• Exceptional listener and communicator; Strong verbal and written communications skills
• Project management coordination experience required
• Ability to work in a fast-paced environment and multi-task on work assignments
• Strong organizational skills
• Strong customer service delivery skillset with the ability to interact with various levels of the customer management
• Ability to manage outages and lead discussions
• Detail oriented with proven experience in multi-tasking in a fast-paced environment with competing deadlines
• Ability to identify and implement process improvement and standards of excellence
• Ability to gain internal support and establish solid working relationships
• Ability to translate technical concepts to peers, management, leadership and customers.
• Ability to work in an environment that operates 24/7 with an ability to work outside of the listed schedule/hours as needed

ViaPath, an innovation leader in correctional technology, education solutions that assist in rehabilitating inmates, and payment services solutions for government.  ViaPath leads the fields of correctional technology, education, and government payment services with visionary solutions and customized products that integrate seamlessly to deliver security, financial value, and operational efficiencies while aiding inmate rehabilitation and reducing recidivism rates. 

ViaPath is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, pregnancy or pregnancy-related condition, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

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